South Africa - Call Centre Solution

The issuing agency is seeking a vendor to provide a one-stop call centre solution to support existing in-house call centre operations. The agency needs to solve capacity constraints by securing additional call centre seats and agents to ensure seamless, multi-channel customer support. The engagement spans an initial period of twenty months, with an option to extend for an additional twenty-four months based on performance and requirements. The scope of work requires the provision of call centre seats and agents operating over a sixteen-hour daily schedule, from 07h00 to 23h00, seven days a week, all year round. The selected vendor must implement an omnichannel call centre system that is integrated and compatible with the agency's existing omnichannel platform. This system must support multiple communication channels including voice, SMS, social media (Facebook, Twitter, Instagram), Web Chat, WhatsApp messaging, and the company application. The vendor must provide system licenses, staff training, and system security measures while ensuring seamless integration with the current call centre infrastructure to function as an extension of the existing in-house system. Performance of the work will take place offsite. The agency is looking for proposals to determine the budget for this initiative. Only onshore organizations based in South Africa are eligible to bid. Bidders must submit their responses digitally via email or online. The agency will host a compulsory pre-bid meeting on June 22, 2026.